In the modern and more digital world, companies in different industries are looking to improve their customers and optimize their business. The telephone call is usually one of the first points of contact with customers, may it be a patient seeking an appointment, a homeowner that needs an emergency plumber, or a hungry diner seeking to place a food order. The manner in which that call will be answered, whether it will be a human receptionist, or an AI phone answering system, can be what makes the difference between getting the opportunity or being beaten by the lead.
With the further development of AI technology, the prospect of its ability to transform various fields such as healthcare, law, real estate and e-commerce is becoming clearer. Meanwhile, the human touch is still a necessity in industries where empathy, judgement and personalized service is a priority. And what is the most appropriate choice in your line of business? We can deconstruct it by industry and look at the strengths and weaknesses of both human receptionists and the use of AI phone answering systems.
Before we go further, here's a table summarizing the comparison of human receptionists vs. AI phone answering systems across different industries:
Healthcare & Medical
Human Receptionists: The medical system is a sensitive field that concerns itself with a lot of sensitive information and circumstances. Human receptionists are helpful to patients, particularly those who need to see the doctor immediately, or those in distress and require their empathy and personal approach. Human interaction is useful whether it is working on scheduling a doctor appointment or when dealing with something urgent that needs care.
Pros:
- Be capable of responding to delicate patient issues and crises in a sensitive manner.
- Reading and responding to emotional messages.
- Individual approach to address particular medical requirements and timing peculiarities.
Cons:
- Scarcity; human receptionists usually have regular working hours.
- Both higher expenses and healthcare business training.
- Is prone to congestion at the busiest periods resulting in increased waiting time by patients.
AI Phone Answering Systems: AI has a potential impact on the healthcare sector as it can be used to complete the scheduling, reminders and answer general questions (e.g., operating time, treatments available). Even a triage of patients can be done by AI to refer them to the right department or to collect the required information prior to the human receptionist getting involved.
Pros:
- 24/7 emergency appointment or consultation.
- Minimises waiting durations and allows employees to work on more complicated patients.
- Is able to do appointment schedules and follow-ups accurately.
Cons:
- Emotional stupidity and inability to comprehend the situation urgently.
- Unable to cope with complicated questions concerning medical history or patient requirements.
- A mixed system, when using AI in routine duties and appointments and human receptionists in case of sensitive or urgent patients, is the best to apply to the healthcare industry.
Law Firms
Human Receptionists: Trust and professionalism are the keys in the legal services. A human receptionist offers the comfort and reassurance that a client may badly need in a case of personal or legal crises. The sensitive nature of the queries posed by the clients can be done by the human receptionists who are able to provide the experience needed to route the call effectively.
Pros:
- Individualized, sensitive, personal service, which is important when handling sensitive legal issues.
- Capability to give specific solutions and call-in to the right lawyer or department.
- Ability to give particular legal information or advice as required.
Cons:
- Expenses related to full time receptionists particularly in small law firms.
- Poor scalability during peak times or rush times.
- Limits on availability caused by human working hours.
AI Phone Answering Systems: Although AI might help to route calls and answer general questions about the legal offerings (e.g. office hours, type of cases accepted), it is still not as personal as it needs to be in the legal industry.
Pros:
- Is it possible to simplify the process of intake calls so that it saves the lawyers and other staff some time?
- Basic question or appointment booking on 24/7 basis.
- AI is capable of dealing with monotonous work, such as collecting client data or responding to case queries.
Cons:
- The absence of emotional sensitivity and customized advice about clients.
- Law cases can be complicated, and AI might fail to answer specific queries in a sufficient manner.
Best Alternative: Human receptionists would most probably be the most appropriate fit in law firms as the concerns of the clients are sensitive. AI may assist in the management of simple questions and appointments.
Real Estate
Human Receptionists: Real estate agents have to work with stakes that are high and a great deal of inquiries by clients. Human receptionists are best suited to deal with personalized communications with the buyers, sellers and tenants. Whether they are speaking about the details of the property or assisting the prospective customers with the buying process, human receptionists add the much needed touch of professionalism and coziness.
Pros:
- One-to-one counseling of prospective customers and clients.
- Skills to analyze complicated questions concerning properties, contracts and market trends.
- Development of relationships with clients, which may bear business prospects.
Cons:
- The problem of availability may also arise, in case you have several properties under control or international clients in other time zones.
- Increased training as well as operational costs.
AI Phone Answering Systems: AI may be useful to handle the most frequent questions (ex: property availability, office hours) and do booking appointments or showings. The qualification of leads can also be done through AI as key information is collected by the AI prior to sending the data to an agent.
Pros:
- Round-the-clock accessibility to prospective clients or tenants.
- Quick answers on general questions related to properties, prices and availability.
- Specializes in streamlining the generation of contacts through getting of the preliminary contact information.
Cons:
- Poor skills to deal with intricate enquiries on properties or deals.
- May find it hard to comprehend the details of the preferences or concerns of a buyer.
Best Alternative: A mixed solution would be suitable in real estate. AI can process questions and perform qualifications, whereas human receptionists can deal with more personal and complicated communication.
Plumbers & Electricians
Human Receptionists: Customers of service industries such as plumbing and electrical work require customer trust and swift responses. Clients tend to make calls when it is an emergency and they need an urgent human touch to address the urgent matters. Human receptionists are able to make the schedule, organize emergency calls and may even give recommendations on what to do in the moment.
Pros:
- Capacity to provide the customers with customized services, particularly in times of emergency.
- Advise and offer solutions real-time on urgent situations or unexpected situations.
- Establish customer rapport towards loyalty.
Cons:
- Expensive operation costs of small or emerging businesses.
- Its availability is not up to date during off-hours or rush times.
AI Phone Answering Systems: AI can be applied to direct the calls to the relevant department or technician, give the service details, or have appointments. In case of an emergency, AI will be able to provide preliminary data and assist in ranking calls to make sure that urgent issues are resolved promptly.
Pros:
- The first call triage and the appointment scheduling can be performed by AI, which would optimize the human resources.
- 24 hours access to make appointments on services or direct clients in case of after-hours.
- Helps provide lean operation of work especially to firms that have numerous service calls.
Cons:
- Knowledgeable in giving sympathetic assistance under stressful, crisis situations.
- Failure to deal with complicated questions regarding particular plumbing or electrical problems.
Best Alternative: A hybrid model is the best where AI can be used to simplify the scheduling, call triage, but the more complicated emergencies and customer engagements should be addressed by human receptionists.
E-commerce
Human Receptionists: In the case of e-commerce business, human touch is also restricted to dealing with customer service queries, returns and shipping requests. Although AI-based chatbots may be able to deal with most of these tasks, human assistance may be invaluable when it comes to solving complicated problems or providing a personalized recommendation.
Pros:
- Individual customer service on returns, exchanges, or products.
- Capability to respond to product specific-questions and give personalized guidance.
Cons:
- The problems of availability and increased prices especially during the demand levels.
- Poor scalability to high e-commerce processes.
AI Phone Answering Systems: AI systems are very strong in the e-commerce business sector as they respond to order queries, deliver shipping reports, and answer general product related queries. They are able to offer 24 hour round the clock support, which is very important to international customers.
Pros:
- Excellent customer service 24/7.
- AI is capable of responding to Frequently asked questions, monitoring stock levels and real-time order tracking.
- Helps minimize customer waiting time and enhances the overall satisfaction.
Cons:
- Absence of emotional attachment to the customers in the case of problems, like returns or product queries.
- AI phone answering software will be suitable to process petty questions and offer scalable, economical services within the e-commerce industry.
Restaurants
Human Receptionists: Human receptionists are necessary in the hospitality business, especially in the restaurants, where they are required to assist the customer with personalized services especially in processing reservation, special requests and preferences of the customer.
Pros:
- Individual consideration of customers who have special requests (i.e. dietary limitations, seating preferences).
- Developing customer relationships in terms of individual service.
Cons:
- Low availability and scalability.
- Expensive full-time receptionist, particularly to the small business.
AI Phone Answering Systems: AI will be able to simplify the booking process, orders to-go, and even provide reminders to the guests. It is also capable of taking common questions regarding menu, hours, and availability of booking.
Pros:
- 24/7 customer booking and order taking.
- Effective management of the daily enquiries, which will leave personnel to attend to face-to-face service.
Cons:
- AI can fail to deal with intricate bookings or inquiries of customers.
- It is impossible to replace the kind, human touch of a receptionist.
The Future of Customer Service: AI Phone Answering Systems
Developing the appropriate AI call answering system will revolutionize customer service, as it will be available 24 hours, respond quicker, and be economical. Artificial intelligence algorithms in industries such as e-commerce, real estate and plumbing perform less important roles such as booking appointments and frequently asked questions to enhance work productivity and customer satisfaction.
But in the case of other fields such as healthcare and law where empathy and trust are crucial, a hybrid approach is the best. The AIs are dealing with the simple tasks, whereas the human receptionists are taking a more complicated and sensitive issue. When the two are combined, the businesses will be able to provide quick services without losing the personal touch.
Build Your Next AI Phone Answering System with Qual.AI
A Qual phone answering system would be the best to use when companies are interested in improving customer service and at the same time minimizing expenses. By leaving appointments, frequently asked questions, and routing calls to Qual AI, companies operating in such spheres as healthcare, real estate, and e-commerce can provide 24/7 customer service and enhance the efficiency of their work.
With the help of the advanced technologies offered by Qual AI, including Natural Language Processing (NLP) and speech recognition, one can develop a system that comprehends the needs of customers and transfers complex problems to human agents when needed. It is a hybrid system, which merges the speed of AI with the feeling of human support that promises a smooth customer experience.
Qual AI phone answering system is not only an easy way to simplify your business operations but also a way to increase productivity and stay ahead of the competition.